Utility Week

UTILITY WEEK | 14TH - 20TH DECEMBER 2018 | 27 Customers the Warm Home Discount scheme. The com- pany has fitted 700 new energy efficient boil- ers free of charge. "We continue to do our best to identify and help our most vulnerable customers throughout the year," says an Eon spokesperson. "We also offer support through the Afford- able Warmth scheme, which includes energy efficiency advice to ensure our custom- ers understand what they can do to man- age their energy use effectively, which can then lead to a referral for energy efficiency measures such as lo insulation and cavity wall insulation through our commitment to Energy Company Obligation (Eco)." The debt burden While long-term energy efficiency measures are key, this fails to provide an immediate solution for customers who have accrued and are struggling to pay mounting energy debts. With this in mind, supplier Npower says it offers a variety of support to help cus- tomers in energy debt, tailored to their spe- cific needs and circumstances. Matthew Cole, head of policy and social energy at Npower, says: "For those who fall into arrears on their account, we have a num- ber of payment options. These can include setting up repayment plans over a longer period of time, making repayment arrange- ments through a prepayment meter or by taking payments direct from their benefits." The company's Energy Fund provides tai- lored support to customers struggling with energy debt. With support from the fund, customers are also encouraged to regain control of their overall finances and become financially stable so they are able to pay future bills. Grants are awarded to help clear energy debt for customers who can commit to making regular payments over a three- month period for their ongoing energy use. Over the past year, Npower has helped around 2,000 customers with debt relief through the Energy Fund, totalling around £2 million. Cole adds: "Beyond meeting the immediate need of supporting the customer out of debt, the scheme works to help change behaviour – around 75 per cent of customers remain debt free aer 12 months. "We have also established partner- ships with money advice charities, includ- ing Money Advice Trust, Christians Against Poverty and Step Change, to provide expert advice and support as we recognise that sometimes people need really tailored, spe- cialist and holistic support." SSE also works with organisations like debt charity Step Change to provide sup- port for customers who find themselves in Excess winter deaths According to ONS figures for winter 2017/18: • There were 50,100 excess winter deaths in England and Wales. • This was the highest since the 1975/76 winter when there were 58,100 excess winter deaths. • The excess winter deaths in 2017/18 were 45.1 per cent higher than the 2016/17 winter and more than doubled since the 2015/16 winter. Key figures • 2.5 million households (11 per cent) are classed as being in fuel poverty in England • Fuel poverty is measured against a different definition in Scotland and Wales where the figure stands out 748,000 house- holds (31 per cent) and 291,000 (23 per cent) respec- tively • Around 2 million households each year receive support through the Warm Home Discount • £140 is the annual rebate offered through the Warm Home Discount • 17 per cent of calls to National Debtline are from people in energy arrears • £972 is the average amount owed on energy debts in 2018 Source: Money Advice Trust, A Decade in Debt 2018 STATE OF THE MARKET source: Money Guru continued overleaf

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